How to Apply Predictive Analytics to Post-COVID Recovery

The pandemic has encouraged the adaptation of new business models that place service at their core.

Strategy Planning

Wall of Fame: Mike Aoki

In recognition and appreciation to Mike Aoki, President, Reflective Keynotes, Inc., our August 2020 Wall of Fame Author.

Wall of Fame

Score with Rapport!

Rapport-building is both an art and a science. The very definition of the word describes beautifully the job of most contact centers.


Agile CX 201—Practical Applications

I believe the industry is poised to enter a new phase of productivity.

Strategy Customer Experience Industry Research

Change Your Work-at-Home Model to Fit Your Agents’ Needs

We believe that the answer to long-term sustainability is to build a model that effectively supports your agents rather than replaces your agents.

Strategy Industry Research

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